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Manage Shifts in Sprinklr WFM

Shifts refer to the specific time periods during which agents are scheduled to work. They are strategically planned to ensure customer service operations run smoothly and continuously. This section outlines the essential steps for managing Shifts, including:Creating ShiftsEditing ShiftsCloning Shift

Sprinklr Service

20.10

Service

Updated Article

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Manage Shifts

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Automated Checklist: Common Use Cases

Explore the following examples of common use cases that can be established through rules in the Automated Checklist. These scenarios showcase the versatility and applicability of leveraging rules to enhance the overall quality and compliance standards within your contact center.GreetingCreate a rule

Service

Knowledge Base Article

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Checklist Rules

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Manage Master Schedule

The Master Schedule View provides a comprehensive overview of all agents' schedules. This holistic view facilitates tracking traded shifts, days off, and activities. Administrators and Workforce Managers can access the Master Schedule to view ​shifts and days off.Navigate to Master ScheduleFollow th

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Sprinklr Service

20.7.1

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Master Schedule

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Generate a Call Summary Using Sprinklr AI+

​One of the most essential functions of any after-call work is to take the summary of the call. This ensures that all vital information from a call is captured and documented. It also facilitates better communication and collaboration between the stakeholders of the organization. Organizations can p

Service

Updated Article

26.4

Knowledge Base Article

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Generate a call summary using Sprinklr AI+

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Overview to Alerts

Alerts are notifications sent to supervisors when specific events or conditions occur. They provide real-time information about critical matters, that enables supervisors to effectively manage their teams. Alerts are triggered when predefined metrics, such as the number of calls waiting or total num

Service

Knowledge Base Article

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Alerts Overview

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Cherry-Picking of Cases/Voice Calls Waiting in a Work Queue

This feature enables agents to manually select a customer from the queue, allowing them to make choices based on customer properties such as phone number, customer type, and priority. By providing agents and supervisors with the ability to choose calls waiting in the queue, this feature enhances con

Service

Knowledge Base Article

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Adding pending cases/calls to holding queue

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WhatsApp Voice Calling by Customers (Inbound)

Your customers have the option to initiate calls to your business directly within the WhatsApp app. They can choose to use the Call option provided or engage via a Voice Call CTA button shared by the business in a template message.Agents utilizing Sprinklr can efficiently handle these calls through

Knowledge Base Article

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WhatsApp Voice Calling

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Naming Conventions

The Naming Convention Monitoring and Alert System actively scans your ad entities to detect inconsistencies in naming structures. It helps you maintain standardized naming across campaigns and ensures accurate mapping of custom fields through Reverse Naming Conventions. By identifying gaps

marketing

Knowledge Base Article

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Ads Manager Copilot

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Ad Account Area Permissions

Ad Account permissions allow you to restrict specific ad accounts for different Users or User Groups within a specific area of Sprinklr Marketing (Ads). This allows certain users to view the ad accounts only in certain sections of the advertising platform, such as Ads Composer, Ads Manager and Ads R

marketing

Advertising

Governance, Securities and Admin Capabilities

Knowledge Base Article

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Required Permissions on Sprinklr

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Knowledge Base Gap Analysis

You can create or update articles in response to AI-generated suggestions obtained from the Knowledge Base Insight Type in Insight Hub. You can also merge similar content and resolve contradictory information seamlessly.By leveraging insights provided by AI, the knowledge base is continuously enhanc

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Knowledge Base Article

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AI-Powered Use Cases

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Configure Actions Section for Record Manager

The Actions Section in the Record Manager allows you to add various interactive elements that can enhance the user experience by enabling them to perform actions directly from the Record Manager interface. This section includes options like Global CTAs, Header Actions, and Upfront Filters to facilit

Knowledge Base Article

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Configure Action Section for Record Manager

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Record Page - An Overview

​A Record Page is a customizable interface designed to display comprehensive details about a specific entity—such as a Customer, Account, Leads, or Opportunity—in a structured and intuitive layout. It brings together all relevant data, interactions, and actions for a given record into one unified vi

Knowledge Base Article

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Record Page - An Overview

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Publishing Articles Externally via API

You have the capability to publish articles created in the Sprinklr Knowledge Base externally via API.once an article is created and approved, simply click the Publish button at the bottom of the private article. This action will automatically set the toggle to "on" in the knowledge base b

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Knowledge Base Article

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Publishing via API

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Manage URL Shorteners

Once you have added a URL Shortener within Sprinklr, you can view and edit your URL Shortener details and deactivate/activate or remove the URL Shortener permanently.To Edit a URL ShortenerClick the New Tab icon . Under the Sprinklr Social, click All Sett

experience:space

Deactivate a URL Shortener

Manage URL Shorteners

Insights

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Knowledge Base Article

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URL Shorteners

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Publish to Link in Bio Site

Sprinklr Link in Bio allows you to add your existing Instagram/TikTok posts to your Link in Bio feed. In addition, you can create an "Only Link in Bio" post, which will be added to your LiB feed but not on the Native channel feeds. These posts can be used to highlight campaigns, products,

social

Link in Bio - SES

Link in Bio

Social - SES

Knowledge Base Article

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Getting started with Link in bio

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Agent Occupancy Report

The Agent Occupancy Report shows the time agents spend in various statuses in the selected time range, such as training, breaks, and active customer engagement. It includes Metrics and Dimensions that cover the occupancy of agents, such as Total Status Change Count, Time spent in status, Agent Statu

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Detailed Report Glossary

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Sprinklr Integration with Jira

The Sprinklr and Jira integration enhances collaboration between customer-facing and development teams by streamlining ticket creation and resolution processes. This connector bridges the gap between customer interactions and issue tracking, enabling more efficient workflows and improved customer se

marketing

Insights

social

Service

Knowledge Base Article

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Overview

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Universal Product Cart Report

The Universal Product Cart Report provides detailed insights into customer shopping activity, tracking metrics like cart status, creation and modification times, purchase completion, and discounts applied. It helps brands analyze purchase behavior, monitor cart statuses, and evaluate total purchases

Service

Knowledge Base Article

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Detailed Report Glossary

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Guided Workflow Report

The Guided Workflow Report provides in-depth data on the Guided Workflows (GW) executed. It belongs to the Guided Workflow Report Group.Metrics and DimensionsBelow are the Metrics and Dimensions available under the Guided Workflow Report:MetricsDimensionsNameDescriptionCount of GW ExecutionsTotal co

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Knowledge Base Article

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Detailed Report Glossary

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Apply a macro on Engagement Dashboards Messages

Macros allow you to execute complex actions with a single click. In Sprinklr, a macro is a saved configuration of multiple actions that allows you to apply more than one change to a message, a DAM asset, or other entities in Sprinklr, all at once. Below, we will explore how macros can be applied fro

Apply Macro

macro

Engagement - SES

Engagement Dashboard

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Knowledge Base Article

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Apply multiple message actions at once with macros